While Generative AI in Customer Service excels at handling straightforward and repetitive queries, it can also manage some complex inquiries with advanced training. AI models can analyze and understand context, identifying issues that require escalation to human agents. However, for highly specialized or nuanced questions, AI may not fully replace human intervention. As AI evolves, it is improving in handling more sophisticated conversations by recognizing sentiment, tone, and context. Businesses can integrate hybrid models where AI handles initial queries and escalates more intricate issues to human agents, ensuring a balance of efficiency and quality.

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